Build High-Performing Teams with Agent Analytics
Track individual and team performance with comprehensive agent analytics. Monitor productivity, quality, and satisfaction metrics in real-time with leaderboards, comparisons, and detailed performance dashboards.
Complete Performance Suite
Everything you need to track and improve performance.
Agent Activity Monitoring
Track agent engagement and availability with real-time status monitoring showing online, away, and busy states across your team.
Per-Agent Message Counts
Individual productivity and volume metrics tracking messages sent, conversations handled, and daily activity for each agent.
Agent Performance Comparison
Benchmark performance across team with side-by-side comparisons of response time, CSAT, volume, and quality metrics.
Department Performance Tracking
Team-level metrics and comparisons across departments (Sales, Support, Billing) for organizational insights.
Satisfaction by Agent
Individual CSAT scores and ratings showing customer satisfaction performance for coaching and recognition.
Satisfaction by Department
Team-level customer satisfaction metrics to identify high-performing departments and improvement opportunities.
Events Tracking
Authentication events, conversations, custom triggers logged for audit trails and activity monitoring across your account.
Real-Time Performance Metrics
Live dashboard with instant updates showing current performance, active conversations, and team status at a glance.
Activity Logs per User
Individual audit trails and action history tracking login events, conversation handling, and system actions by agent.
Multi-Dimensional Performance Metrics
Track productivity, quality, and availability.
Productivity
- Messages sent - Communication volume
- Conversations handled - Daily workload
- Average handle time - Efficiency measure
- Concurrent conversations - Multitasking capacity
- Active time percentage - Engagement level
- Conversation completion rate - Resolution success
Quality
- CSAT score - Customer satisfaction rating
- FCR rate - First contact resolution
- Response time - Speed of replies
- Resolution quality - Issue accuracy
- Customer feedback - Survey results
- Escalation rate - Handoff frequency
Availability
- Online time - Available hours logged
- Away time - Unavailable periods
- Utilization rate - Productive time percentage
- Break adherence - Schedule compliance
- Login consistency - Attendance patterns
- Shift coverage - Team availability
Gamify Performance with Leaderboards
Motivate your team with friendly competition.
Top Performers by Messages
Recognize agents handling highest message volume
Criteria: Total messages sent, conversations handled, daily activity, response consistency
CSAT Champions
Highlight agents delivering exceptional customer satisfaction
Criteria: Average CSAT score, perfect ratings count, feedback quality, satisfaction trends
FCR Leaders
Celebrate agents resolving issues on first contact
Criteria: First contact resolution rate, one-touch solves, no-escalation resolutions
Response Speed Winners
Award fastest responders maintaining quality standards
Criteria: Average response time, median speed, consistency, quality balance
Team Collaboration MVPs
Recognize agents helping teammates and sharing knowledge
Criteria: Internal notes, knowledge contributions, peer assists, training support
Overall Performance Rankings
Composite scores balancing speed, quality, and volume
Criteria: Weighted performance across all metrics, consistency, improvement trends
Performance Tools for Every Manager
Use cases for effective performance management.
Agent Coaching
Develop your team with targeted guidance
- Identify individual strengths and weaknesses
- Spot coaching opportunities from metrics
- Track improvement over time with data
- Prepare for 1-on-1s with performance reports
- Recognize top performers objectively
- Address performance gaps proactively
Performance Reviews
Data-driven evaluation and feedback
- Objective metrics for fair assessments
- Compare against team averages and goals
- Track progress since last review period
- Document improvement or decline clearly
- Support promotion decisions with data
- Set measurable goals for next period
Workload Balancing
Distribute conversations fairly
- Monitor per-agent conversation counts
- Identify overloaded team members
- Balance assignment across departments
- Track concurrent conversation handling
- Optimize team capacity utilization
- Prevent burnout with fair distribution
Recognition Programs
Celebrate excellence with data
- Leaderboards for healthy competition
- Monthly/weekly top performer awards
- CSAT and quality recognition
- Most improved agent tracking
- Team achievement celebrations
- Gamification for motivation
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